AirPods Pro: Rattlegate

[doolar]

Got my second replacement pair just now from our local Apple Store. I was told that I hade about one year left on warranty for this particular issue. But of course I do hope these ones will be good, but of course I have my doubts.

Anyways - as always an excellent customer service at least!

 

[kajukenbo]

Apple Customer Service will no longer replace AirPods Pros. They will now attempt to repair the AirPods. FYI, keep your tips when you send your AirPods back as they won't replace them. I was told I was getting a replacement and somehow that turned into a repair and they weren't able to replicate the issue so they are sending them back.

 

[ascender]

Apple Customer Service will no longer replace AirPods Pros.

They replaced a faulty one of mine and at least one other forum member's within the last week or so. Maybe you get a refurbished replacement, but no way are they receiving faulty AirPods, diagnosing and repairing within 12-24 hours.

 

[japanime]

Apple Customer Service will no longer replace AirPods Pros. They will now attempt to repair the AirPods.

With all due respect, your assertions are based on anecdotal evidence — and almost certainly incorrect.

The APP Service Program notice is still listed on Apple's website, and clearly states that units "with a confirmed issue will be replaced."

AirPods Pro Service Program for Sound Issues - Apple Support

AirPods Pro Service Program for Sound Issues

support.apple.com

 

[kajukenbo]

With all due respect, your assertions are based on anecdotal evidence — and almost certainly incorrect.

The APP Service Program notice is still listed on Apple's website, and clearly states that units "with a confirmed issue will be replaced."

AirPods Pro Service Program for Sound Issues - Apple Support

AirPods Pro Service Program for Sound Issues

support.apple.com

Forgive my original rant. I was told I was getting replacements by Apple and somehow that turned into Apple attempting repair and sending back my original units as is.

I believe the key part is "confirmed issue" as Apple Stores now have some level of diagnostic tools as do Apple repair depots. I'm curious how complete their diagnostics are and how it works for customers going forward. I also wonder how much money the replacement program has been costing Apple and the end result of how they treat their customers going forward.

 

[japanime]

Forgive my original rant. I was told I was getting replacements by Apple and somehow that turned into Apple attempting repair and sending back my original units as is.

I believe the key part is "confirmed issue" as Apple Stores now have some level of diagnostic tools as do Apple repair depots. I'm curious how complete their diagnostics are and how it works for customers going forward. I also wonder how much money the replacement program has been costing Apple and the end result of how they treat their customers going forward.

It's great to hear that you will be getting replacements!

 

[powerbook911]

I had about 50-55 day old ones from Amazon that 2-3 days ago started to make a weird sound on certain songs only on left ear. Shaking my head did not cause a rattle, just certain songs?

However, the "right" song on the left ear made a sound like you hear when a speaker is being played beyond its capability or like a cheap speaker makes?

Is this the same as rattle gate or another issue?

I asked Amazon and they made an exception to the 30 day and are sending me new ones, I already returned the originals earlier today.

I only used them about 1/2 the days during these 50 days, so that is pretty short lifespan if they were truly faulty that quick?

 

[kajukenbo]

It's great to hear that you will be getting replacements!

I'm not getting replacements. Apple just returned my defective pair.

 

[powerbook911]

I'm not getting replacements. Apple just returned my defective pair.

Seems like this could be a reason to get AppleCare on AirPods? That way you can do the Express Replacements and get the new one before they even get yours?

 

[kajukenbo]

Seems like this could be a reason to get AppleCare on AirPods? That way you can do the Express Replacements and get the new one before they even get yours?

I have AppleCare. It was supposed to be a replacement and then Apple changed it into a repair.

I was also surprised in the return shipping box. The package they used didn’t even fit the AirPods and wouldn’t properly close.

 

[powerbook911]

I have AppleCare. It was supposed to be a replacement and then Apple changed it into a repair.

I was also surprised in the return shipping box. The package they used didn’t even fit the AirPods and wouldn’t properly close.

I see! However, did you ask for an "express replacement" where they put a credit card hold? That seems like it might could have helped, but whatever the case, I hope they fix you up soon so you can enjoy your AirPods again!

 

[Vangeli]

I went to an Apple Store last month to see about getting mine repaired, they claimed to have a machine in the back room that can quickly test for the issue and about five minutes later they replaced them on the spot.

I know Apple used to offer express replacement for this issue when setting up an online repair (or at least before the replacement program) but they don’t appear to anymore. In-store will be quicker as always.

 

[powerbook911]

I went to an Apple Store last month to see about getting mine repaired, they claimed to have a machine in the back room that can quickly test for the issue and about five minutes later they replaced them on the spot.

I know Apple used to offer express replacement for this issue when setting up an online repair (or at least before the replacement program) but they don’t appear to anymore. In-store will be quicker as always.

Could you not talk to a rep or chat with a rep online though and request Express Replacement? It's suppose to be a perk of the Apple Care, so wouldn't really be right if there wasn't still a way to get an Express replacement.

 

[Vangeli]

Could you not talk to a rep or chat with a rep online though and request Express Replacement? It's suppose to be a perk of the Apple Care, so wouldn't really be right if there wasn't still a way to get an Express replacement.

I tried to do express replacement like I did before there was a replacement program but they wouldn’t do it online because of the way the replacement program is set up or something, so I went to the store the next day instead.

Had only noticed issues with one AirPod but they replaced both because apparently their machine found that the other was starting to have the issue as well, so I’m glad I went to the store instead of sending one AirPod in for repair.

 

[powerbook911]

I tried to do express replacement like I did before there was a replacement program but they wouldn’t do it online because of the way the replacement program is set up or something, so I went to the store the next day instead.

Had only noticed issues with one AirPod but they replaced both because apparently their machine found that the other was starting to have the issue as well, so I’m glad I went to the store instead of sending one AirPod in for repair.

Could I ask how long the Pros lasted you each time before the issue showed up? I'm new to Pros, and my first set went about 50-55 days until the left one had some strange sounds on certain songs. They sure are great when they work, but I worry it's going to be an ongoing issue to have ones working right.

 

[Vangeli]

Could I ask how long the Pros lasted you each time before the issue showed up? I'm new to Pros, and my first set went about 50-55 days until the left one had some strange sounds on certain songs. They sure are great when they work, but I worry it's going to be an ongoing issue to have ones working right.

The right one needed to be replaced after a couple months so I had it replaced right before the replacement program went into effect at the end of last year. Around February of this year the left one started going but I didn’t want to go to a store for pandemic reasons so I disabled the NC/TP modes to get rid of the crackling and carried on until replacing them a few weeks ago. They’re not particularly durable, though in general they feel cheaper than the standard AirPods anyway. I very much hope they address that with the next version.

I’ve seen that some folks here have had four or five replacements so at least when things do go wrong you likely won’t be hung out to dry, as long as the replacement program is in effect.

 

[japanime]

I’ve seen that some folks here have had four or five replacements so at least when things do go wrong you likely won’t be hung out to dry, as long as the replacement program is in effect.

When they work, they work great. But they aren't built to last at all.

Mine have been replaced five times. The most recent time, the AppleCare rep told me I didn't even have to bother sending in the old ones. They didn't do a credit card hold. Apple simply shipped me a replacement pair.

 

[powerbook911]

I guess mine that went out in 50-55 days must have been a slightly different issue since ANC/Transparency being turned off didn't hide the hiss/static at all.

These are insanely popular products.

Do you think people out there buy them and don't use them enough for them to breaK (maybe received as a gift)? Also, some folks probably don't notice a bad sounding speaker for whatever crazy reason? lol.

You'd just almost think it would be a bigger deal than it is.

 

[ninecows]

I wonder how you guys are treating your APP’s? No offense, but my APP’s have been perfect for a year now. I’m using them every night in bed in “transparent” mode. They have been dropped a handful of times. Once in a while I can make them produce a squeaky sound- like if I turn around and one of them is squeezed between the pillow and my ear. I think that’s expected. A lot of air/pressure goes past the internal mics when doing that and the speakers would of course try to reproduce that sound.

Don’t get me wrong. Not trying to be that “you’re holding it wrong Apple fanboy”. I’m not saying that you guys are treating yours bad. Just trying to understand what could trigger this fault.

 

[powerbook911]

That's good to ask ninecows, that's parts of why I asked right above you how they're so popular and you don't hear even more about the problem.

I can tell you that with mine that were 50-55 days old, I babied them. They were probably listened to only 20 days of that period for only 1-2 hours each time. All indoors, never left my home, and I never dropped them (knock on wood).

 

[Vangeli]

For me the issue sounded like either the film over the NC/TP mics popped or there was debris on it, so any physical movement (walking, touching them, opening jaw, etc.) would cause that difference in pressure and cause crackling. Disabling the NC/TP modes hid the issue for me.

As to whether or not I damaged them myself, I did not. I take extreme care of all of my tech.

 

[mistergadgett]

I have AppleCare. It was supposed to be a replacement and then Apple changed it into a repair.

I was also surprised in the return shipping box. The package they used didn’t even fit the AirPods and wouldn’t properly close.

I am having a similar experience. I have the original AirPods Pro from when they first came out. I bought Applecare+ for them. I had the sound issue with the right one last year. I chatted with Apple online at that time and they put a hold on my credit card and shipped me a replacement right AirPods Pro. The replacement right AirPods Pro has been working great since and I promptly sent back the bad one and the credit card hold was released. I was not without the use of my AirPods at all.

Fast forward to this week. Monday I chatted in with Apple Support because the same sound issue has been happening with my LEFT AirPods Pro now. I gave them my Applecare+ Agreement number. Said I have the Crackling/Static sound in Transparency or Noise Cancelling mode when I'm walking around and talking on a phone call.

This time they mailed me an empty box to send back both AirPods Pro inside of the battery base (sans the ear tips). They had to be shipped to Pennsylvania to the repair center to "confirm the sound issue". A short while ago I got an email saying the Apple Technician "couldn't duplicate issue" and the "Original product shipped" back to me.

So, I bought Applecare+, my LEFT AirPods Pro definitely has the known sounds issue, I had to ship off my APPs to be without them for a few days, and the bad one didn't get replaced or repaired but it does have the problem!! ?

So frustrating! Apparently my Applecare+ Agreement means nothing in this situation?

I'm guessing my next step will be to wait until I am traveling near a large city with an Apple Store and see if I can have them check it out and hopefully give me a replacement at a store?? ?‍♂️

 

[ApplesAreSweet&Sour]

I just got mine about a month ago and the issue is also showing up for me: It's only impacting the the left AirPod and seems to only happen in certain positions. Like, if I grab the stem and twist the AirPod more upward then I don't experience the rattling. However, the AirPod will eventually fall back into place and the rattling will occur again.

I have no issues with the right one.

It doesn't really seem like there's anything actually rattling inside the AirPod, but more that the air pressure mechanism or ANC isn't working correctly. I don't know.

 

[Vangeli]

I just got mine about a month ago and the issue is also showing up for me: It's only impacting the the left AirPod and seems to only happen in certain positions. Like, if I grab the stem and twist the AirPod more upward then I don't experience the rattling. However, the AirPod will eventually fall back into place and the rattling will occur again.

I have no issues with the right one.

It doesn't really seem like there's anything actually rattling inside the AirPod, but more that the air pressure mechanism or ANC isn't working correctly. I don't know.

When you completely disable noise canceling /transparency modes, do you hear any crackling?

 

[ApplesAreSweet&Sour]

When you completely disable noise canceling /transparency modes, do you hear any crackling?

Yes, it's about the same in the "off" mode.

What I'm hearing is like one, singular click/rattling noise per step, or if I'm shaking my head up and down or jumping up and down, or from side to side.

It's also audible if I lower my jaw as far as I can. But it's consistently one clack/click/rattling sound per "movement" and definitely not there in the right AirPod, and nothing is rattling if I remove it from my ear and shaking it.

I've only had these since about April 4 this year and thinking back, the rattle might have been there since day one. I mostly use them while walking or jogging, and just thought it was a downside to the ANC as I've never had headphones with ANC before.